Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.
Deborah
shared this idea
-
RingCX now supports configurable agent states at the Agent Role level. Agents will only see and select states relevant to their role.
Note: This was implemented at the Agent Role level rather than Agent Group as originally requested. Since multiple roles can be assigned per agent, roles can be aligned to your agent group structure.
-
Kimberly Rose Lirit
commented
Hi @Yulia Sobol - Do we have an update here? Is this something that your team is working on? Thanks!
-
Deborah
commented
The 8x8 Contact Centre product includes this useful functionality. Key for team leaders
-
Peter
commented
Request is for the ability to have different ‘Agent States’ available for different ‘Agent Groups’. For example if we have two groups - sales and support, sales group could have a list of agent states, and support could have a separate list of agent states and so on, rather than just having one list for the entire organisation.